Who Should Attend?
- Customer service representatives, call centre and contact centre staff, and front-line personnel who interact directly with customers
- Supervisors and team leaders responsible for customer experience and service quality
- Professionals in sales, hospitality, retail, logistics, healthcare, or any role involving customer interaction
- Anyone seeking to strengthen communication, empathy, and problem-solving skills when dealing with customers
About The Program
Customer service excellence is no longer optional — it is the key differentiator in today’s competitive business environment. This interactive five-day programme equips participants with the skills, mindset, and techniques to deliver consistently positive customer experiences, even in challenging situations.
Through practical role-plays, discussions, and case studies, participants will learn how to communicate effectively, handle complaints, manage stress, and turn customer interactions into lasting relationships that build loyalty and trust.
Course Objectives
- To understand the core principles of outstanding customer service
- To develop effective communication skills for customer-facing roles
- To handle challenging and demanding customers with professionalism
- To resolve service issues and conflicts constructively and confidently
- To build empathy, patience, and active listening techniques
- To maintain composure and manage stress in high-pressure service environments
- To create memorable customer experiences that drive satisfaction and loyalty
What You Will Gain
- A professional, customer-focused attitude that enhances service quality
- Practical tools to handle complaints and difficult situations effectively
- Greater confidence in telephone and face-to-face customer interactions
- Improved problem-solving and conflict resolution skills
- Enhanced emotional control and stress-management techniques
- The ability to turn dissatisfied customers into loyal advocates
- Renewed motivation and pride in providing superior service
DAY ONE – Customer Service Essentials
- Understanding What “Customer Service Excellence” Really Means
- The Link Between Service Quality And Business Success
- The Customer Journey – Moments That Matter
- Identifying Internal And External Customers
- Principles Of Customer Care And Service Recovery
- Creating A Positive First Impression
- The Role Of Attitude And Professionalism In Service
- Building Long-Term Customer Relationships
DAY TWO – Handling A Difficult Customer
- Recognising Types Of Difficult Customers And Behaviours
- Emotional Intelligence In Customer Interactions
- Listening Actively To Understand The Real Issue
- Techniques For Calming Angry Or Frustrated Customers
- Using Empathy To Defuse Tension
- Managing Expectations And Finding Common Ground
- Turning Complaints Into Opportunities
- Maintaining Professionalism Under Pressure
DAY THREE – Call / Contact Centre Communication Skills
- The Role Of The Contact Centre In Customer Experience
- Telephone And Digital Etiquette – Voice, Tone, And Clarity
- Structuring A Call For Success (Greeting, Inquiry, Resolution, Closure)
- Active Listening And Questioning Techniques
- Managing Multiple Channels (Phone, Chat, Email) Professionally
- Handling Escalations And Difficult Conversations
- The Language Of Positivity And Professional Courtesy
- Delivering Consistency Across Every Customer Touchpoint
DAY FOUR – Conflict Resolution
- Understanding The Nature And Sources Of Conflict In Service Roles
- Recognising Early Warning Signs Of Escalation
- The Importance Of Emotional Control And Empathy
- Communication Strategies For De-Escalating Conflict
- The Win-Win Approach To Resolving Customer Issues
- Negotiating Solutions And Managing Compromise
- Learning From Service Breakdowns To Prevent Recurrence
- Building Confidence In Handling Confrontational Situations
DAY FIVE – Stress Management In Service Roles
- Understanding Stress And Its Impact On Service Quality
- Identifying Personal Triggers And Emotional Responses
- Techniques For Maintaining Calm Under Pressure
- Time And Energy Management In Busy Service Environments
- Building Emotional Resilience And Optimism
- Balancing Empathy With Objectivity
- Team Support And Positive Workplace Habits
- Creating A Personal Action Plan For Wellbeing And Service Excellence
